Purpose:

The purpose of this document is to provide tips and techniques for Representatives who are handling customers who might want to cancel their service so that we can try to avoid having a cancellation of service.

Process:

•    In order to provide customer retention we must understand what customer retention means. Customer retention is a by-product of customer service and experience, create a good experience that’s consistent and predictable.
•    Should a customer wish to cancel, always check the customer’s account and confirm what service they have and when it is due for renewal and advise the customer that they are welcome to use the bin until the contract is up as they have already paid for the service and unfortunately there are no refunds on annual fees.
•    Should it be a PC or DD bin, further advise the customer that they are more than welcome to put anything made from paper or cardboard in the bin and that paper clips, staples, window faced envelopes, newspaper etc are all fine to be placed in the bin.
•    Should the customer still be unsure about keeping the service, please offer the customer other waste and recycling service options in place of their current service. Advise the customer that we can apply a credit of the annual fee balance against a different service so that the annual fee is utilised.
•    Always be overly helpful, polite, friendly and professional. Ensure that the customer is given your full attention while on the call. This will allow the customer to see our helpful customer service team.
•    Should there be any issue, be sure to provide the customer with the quickest most satisfactory response.
•    Use words to maximize customer’s expectations. Customers love to hear words such as “FREE” “NEW” and “INSTANTLY”
•    Make the customers experience personal, this can be performed in many ways such as calling the customer by their name, knowing what their services are (looking them up), providing a custom solution to ensure that customer service is maximized.
•    Ask for and welcome feedback, any feedback is valued whether it be positive or negative and shows the customer that their voice is heard. Then use the feedback!!
•    A customers reference is the best form of marketing, therefore we must create experiences both online and offline that the customers see as beneficial and just cannot help but talk about. Include the best way to utilise their current bin and service, for example, outlining what can be placed within the bin.
•    Customer loyalty: The probability of selling to an existing customer is 60-70%, whereas the probability of selling to a new customer who you have never dealt with before is 5-20%. Therefore it is imperative to maintain a positive customer relationship where possible.
•    Customers will deal with companies where it is easy to pay. Therefore advise customers there is a simple method to pay online instantly at any time or you can easily process a credit card payment over the phone and there are no fees to do so.
•    Reward loyalty. Every customer responds well to loyalty, this can be done in many ways that doesn’t cost the company. Examples include providing a free document destruction bag upon sign up, Free bin delivery upon any service sign up (if we are already going to a nearby area), Discount for multiple bins and services
•    We need to be proactive in managing customers’ expectations. In order to stay ahead, we need to research competitors, what they are currently offering and can we match or beat it.